© 2013 IBM Corporation

BP Enablement

IBM Social Media Analytics Business Partner Rally 2013

Presenter Name

Date

© 2013 IBM Corporation

IBM is a leader in Social Media Analytics

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© 2013 IBM Corporation3

Company’s are focusing even more on Customers and Social ChannelsIBM C-Suite studies

Getting closer to customer

People skills

Insight and intelligence

Enterprise model changes

Risk management

Industry model changes

Revenue model changes

88%

81%

76%

57%

55%

54%

51%

CEO Focus Over Next 5 Years

Enhance customer loyalty/advocacy 67%

Design experiences for tablet/ mobile

Use social media as a key channel

Use integrated software to managecustomers

Monitor the brand via social media

57%

56%

56%

51%

Measure ROI of digital technologies

Analyze online / offline transactions

47%

45%

CMO 5 Year Focus Toward Digital

Sources: IBM’s 2011 Global CMO Study: From Stretched to Strengthened (2011) & IBM’s 2010 Global CEO Study – Capitalizing on Complexity

© 2013 IBM Corporation

The number of initiatives that connect employees with external parties will rise significantly – As will opportunities for Partners

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Source: Institute for Business Value; Business of Social Business Study, Q8.4a. For which activities is your organization using social business approaches today, and what isit planning to do within the next two years? Financial Markets (n = 25). 1 Based on responses from individuals having personal experience with workforce-related social business activities

Uses of social business1

Today Next two years

Enable customerinteraction

Enable vendor/partner interaction

Leverage external talent(e.g., crowdsourcing)

50%17%

46%22%

25%13%

Customers

PartnersVendors/

Suppliers

Workforce

Company

Staffing Procurement Supply chain

management

Recruiting Onboarding Talent

development

Marketing Sales Product and

service innovation Service

Business development

Education Sales and

service delivery

© 2013 IBM Corporation

The social data evolution

Monitoring (pre 2008)

Social monitoring (2008-2009)

Listening Platforms (2009-2012)

Social Business Platforms (2013 – and on)

Zach Hofer-Shall, Senior Analyst. Forrester 5

© 2013 IBM Corporation

Social Media Analytics a best in breed of solution from IBM

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IBM Social Media Analytics

•Deployment options: On premise or SaaS (1st half 2013)•IBM Research assets for demographic, geographic and behavioral analytics

•Big Data capability built

•SPSS advanced analytics for best in class sentiment analysis and segmentation

•Six distinct sentiment languages:English, German, French, Chinese, Spanish & Dutch

•Influencer analysis

•Prebuilt dashboards that are…

•…User editable and configurable dashboards

© 2013 IBM Corporation

SMA Application Leverages Multiple Tools from IBM for a Social Solution

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• Linguistics•SPSS Dictionary and

Sentiment Rules•IBM Research linguistics

innovations – SMARC RULES

• Integration •Cognos 10.1.1 BI for

integrated on-premise analysis

•Compute•InfoSphere Big Insights for

Internet-scale data and compute

•SPSS for predictive analytics

•Analytics Platform

•Crawl

InformationExtraction

ComputeInfrastructure

•Admin User Interface

Web content

Multiple Languages

•Database

Semantic & Faceted

Search Index

Web Server

Search Led Exploration

Cognos Reports / Analytics

Integrated UI

•Predictive Models

3rd Party Providers

© 2013 IBM Corporation

The 2012 Social Media Analytics market was immature

Overall market

Bucket one (~40%)

Bucket two (~20%)

Bucket three (~5%)

Social buyers fit into three groups

Zach Hofer-Shall, Senior Analyst. Forrester

North America and Europe are the dominant markets but GMU has tremendous opportunity over next 2-3 years.

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© 2013 IBM Corporation

IBM Social Media Analytics targets a Multitude of Business Issues driving actions not just listening

What are your What are your questions? questions? How do

consumers feel about our new

messages / ads?

Are my suppliers getting a bad reputation? What are our board

members communicating on-line?

What are our employees saying about us?

What are the FAQs from our customers?

What features are our customers asking for?

Are flash mobs being planned at

City Hall?

MarketingMarketing

Customer ServiceCustomer Service Product DevelopmentProduct Development

Human ResourcesHuman Resources

RiskRisk

Supply ChainSupply Chain

SecuritySecurity

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© 2013 IBM Corporation

There are opportunities to “Starburst” SMA into other; Products Plays and Solutions for IBM Sales and Partners

SMASMA

Combine Survey and Social for greater insight

Bring Social Media into SPSS existing and new models

Combine Survey and Social for greater insight

Bring Social Media into SPSS existing and new models

AdvancedAdvanced AnalyticsAnalytics

Improve campaigns in Unica with Social Media

Extend Coremetrics capabilities with integration to SMA

Improve campaigns in Unica with Social Media

Extend Coremetrics capabilities with integration to SMA

EMMEMM

Extend FM Model in SSMA

Create additional Mobile dashboards

Estend to Cognos Insights for Departmental analysis

Extend FM Model in SSMA

Create additional Mobile dashboards

Estend to Cognos Insights for Departmental analysis

BIBI

Risk and Supply Chain Solution and etc.

Effect of social analytics on small business banking products

Risk and Supply Chain Solution and etc.

Effect of social analytics on small business banking products

Smarter Smarter AnalyticsAnalytics

Smarter Smarter CustomerCustomer

Smarter Smarter CommerceCommerce

Smarter CitySmarter City

Sector or Horizontal Sector or Horizontal SolutionsSolutions

Intergrate into existing plays – City and Stadium today

Lead with SMA - hot market

Intergrate into existing plays – City and Stadium today

Lead with SMA - hot market

PlaysPlays

Social Social BusinessBusiness

© 2013 IBM CorporationBusiness Partner Rally 2013

Attract the Ideal Customer

Grow Shareof Wallet

Retain Loyal & Profitable Customers

Customer Analytics Framework – from the Enterprise View

Customer segmentation Lead management Channel optimization Optimal trigger marketing Assortment planning Market Basket Analysis Next Best Offer Prospect assessment Value pricing optimization Customer Research Buying process optimization

Up-sell/cross-sell management Proactive activation service Share of wallet analysis Support channels monitoring Employee Training Prescription / Recommendation

services Customer dialog management Value perception communication

Loyalty value assessment Competitive value assessment Customer insight analysis Influencers program management Retention risk management Social feedback analysis Brand Monitoring

MARKETING IS OVERWHELMINGLY PRIMARY BUYER IN SOCIAL

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© 2013 IBM CorporationBusiness Partner Rally 2013

Plan for Operational Success

Manage Day-to-Day Operations

Maximize Operational Performance

Operational Improvement Analytics Framework – from the Enterprise View

Human Capital Management Debt Management Inventory Management Disease Management Clinical Trial Management Returns Management Underwriting Processing Condition Monitoring Claims Processing Seasonal Decomposition Quality Control Warranty Analytics

Predictive Maintenance Intelligent Logistics R&D Optimization Employee Performance Telco Network Performance Predictive Route Planning Optimal Treatment

Determination Pricing Optimization Process Optimization Program Evaluation and

Effectiveness

Assortment Planning Energy Planning Commodity Planning Cost Forecasting Inventory Planning Working Capital Forecasting Capacity Planning Finished Goods Planning Demand Forecasting Resource Planning Sales and Operations Planning

Demand Forecasting

Pricing Optimization

Human Capital

Management

Assortment Planning

Resource Planning

Debt Management

Predictive Maintenance

Operational Cost Take-Out

Claims Processing

Inventory Management

Disease Management

Cost Forecasting

Sales and Operations Planning

Program Evaluation and Effectiveness

Intelligent Logistics

R&D Optimization

Human Capital Management Debt Management Inventory Management Disease Management Clinical Trial Management Returns Management Underwriting Processing Condition Monitoring Claims Processing Seasonal Decomposition Quality Control Warranty Analytics

Predictive Maintenance Intelligent Logistics R&D Optimization Employee Performance Telco Network Performance Predictive Route Planning Optimal Treatment

Determination Pricing Optimization Process Optimization Program Evaluation and

Effectiveness

Assortment Planning Energy Planning Commodity Planning Cost Forecasting Inventory Planning Working Capital Forecasting Capacity Planning Finished Goods Planning Demand Forecasting Resource Planning Sales and Operations Planning

OUR DIFFERENTIATOR

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© 2013 IBM Corporation

IBM Social Media Analytics

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© 2013 IBM Corporation14

© 2013 IBM CorporationBusiness Partner Rally 2013

BA on PartnerWorld - Helpful Links

Business Analytics area on PartnerWorld

Business Analytics Web Seminars

Business Analytics events

Business Partner Learning Center

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Demonstration content

BA Demomate Interactive Demos

Business Analytics competitive resources

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You Pass, We Pay

IBM Business Partner Locater Tool

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Follow us on twitter ibm_ba_partner

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